enhancement On Hold Period Apply WTC - to use actual Working Time Calendar

[Martyn Houghton]

Following discussion with Hornbill Support regarding issue with on hold duration and suspend await expiry nodes, it was confirmed that Service Manager BPM when using the 'Apply WTC' option to calculate on hold periods, does not use the actual 'Working Time Calendar' associated with the Service Level Agreement the request is assigned to. What it does do is use the Working Time Calendar specified in the Service Manager setting "guest.app.timer.defaultCalendar".

As we operate services over multiple time zones with different operating hours, this means that this option is not usable in its current state.

Can we request an enhancement for the 'Apply WTC' option to query the linked Service Level Agreement (SLA) on the request to obtain the linked Working Time Calendar (WTC) and use this in its calculation. If there is no linked SLA, then the WTC specified by the current default setting can be used as per the current behaviour.

Cheers

Martyn

 

 

[Martyn Houghton]

@James Ainsworth @Steven Boardman

Are there any plans to address WTC calculations for expiry periods to take in the actual SLA WTC, rather than it being linked solely to the default one.

This is quite a restriction for those of of us which operate numerous different SLA, working time and timezone operations.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth  @Steven Boardman

Are there any plans to correct the Suspend node so it uses the WTC linked to the Service Level Agreement, and not just the default WTC?

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth @Steven Boardman

Any update on this, as for service desk operating services across different time zones, being restricted to a single default Working Time Calendar means you cannot use this capability?

If not possible to auto set the WTC, can we have the option to set  manually and via a variable. Then at least we can control it from within the BPM.

Cheers

Martyn